CRM And Loyalty Manager

Role Overview
As a CRM & Loyalty Manager, you will be responsible for designing and delivering outstanding customer journeys, working from our Head Office in an ONSITE environment. Ideally, you have direct experience as an active pet parent and a genuine love for animals. Your analytical mindset and hands-on approach will be critical in developing, executing, and optimizing customer retention campaigns that propel revenue growth and strengthen customer loyalty across diverse segments. You will collaborate closely with cross-functional teams, spearheading inventive, data-driven strategies that heighten Lifetime Value (LTV), leveraging your expertise in cohort analysis, A/B testing, and campaign performance evaluation to make impactful decisions for sustainable business growth.
Responsibilities

• Develop and lead the execution of retention marketing programs across web, email, push, in-app, SMS, and CRM initiatives.
• Partner cross-functionally to build personalized customer experiences and segmentation programs that enhance engagement and repeat conversion.
• Define customer segmentation, perform cohort analysis, and regularly report on key retention KPIs.
• Own, define, deploy, and optimize retention marketing programs, including email, SMS, and loyalty communication strategies.
• Build, execute, measure, and improve win-back campaigns and direction.
• Present campaign performance and KPIs to leadership, providing in-depth analysis and recommendations.
• Identify and propose optimization opportunities for retention and loyalty programs based on clear understanding of customer and company goals.
• Analyze site metrics and sales data to identify and drive improvements for increased sales and conversions.
• Collaborate with design and editorial teams to create automated, triggered, and ad-hoc campaigns tailored to the user journey on all direct marketing channels.
• Ensure ongoing channel innovation through testing, segmentation, and tactical optimization for engagement and retention.
• Support and optimize CMS content onsite and in-app to continuously improve the customer journey.

• Minimum 7 years of experience in retention/email marketing roles.
• Background in e-commerce or direct-to-consumer environments.
• Proven experience with email marketing and automation platforms (e.g., Netcore, HubSpot, Salesforce, Responsys).
• Creative thinker with confidence in leading product initiatives.
• Basic knowledge of HTML and AMP.
• Expertise with data visualization tools like PowerBi or Data Studio.
• High proficiency in measuring and analyzing e-marketing programs and customer behavior.
• Excellent proofreading and copy-editing skills for various communications, including emails and newsletters.
• Competency in MS Office (Word, Excel, PowerPoint, Publisher), CMS, and survey tools (e.g., Typeform).
• Experience using online analytics tools such as Google Analytics and FB Insights.
• Strong organizational skills, self-motivation, detail orientation, and ability to prioritize multiple tasks effectively.
• Proven ability to collaborate across teams, meet deadlines, and deliver high-quality work with minimal supervision.
• Excellent interpersonal and written/verbal communication skills.
• Strategic thinker, capable of solving complex problems.

• Pet-friendly workplace.
• Life and medical Insurance.
• Employee discounts.
• Opportunities for career growth.
• Fast-paced and dynamic environment.